Best answer by Eva_OVO
Updated on 05/02/2021: See the info below for what to do with a meter not clocking your usage. For other meter faults, see this topic.
Blank Display or Meter Not Clocking
- The display has gone blank and cannot be read and it cannot be turned back on by pushing buttons.
- This is the most common type of meter fault and has many different causes. Unless it’s a smart meter, we will not be able to bill you accurately (we will have to estimate usage) until we have completed a faulty meter exchange.
- Another common type of meter fault where the meter will stay on the same reading and not register any usage.
- The removal reading will be recalculated using either readings prior to the fault, new meter consumption or usage averages. More info here
It sounds like the meter is faulty - just to be sure I would recommend doing the kettle test during your off peak hours. Stick the kettle on, go and have a look at your meter to see if the reading goes up. If you have a ‘Secure Liberty’ smart meter, press 9 for single rate, or 6 for two rate readings. If it’s an Aclara or other SMETS21 smart meter, see this guide on hw to read it manually.
If the meter doesn't clock any usage, you'll need to contact our Customer Care team to arrange a meter exchange, here. The earliest they'll be able to arrange an appointment for will be 17 working days.
For the time being we'll need to estimate the readings and the final readings (more info on how we do this here), but these can be updated as soon as we've got readings from your new meter.
Switching suppliers won't affect your peak/off peak times! :)
Let us know how you get on with this.